ServiceNow Senior Technologist - ServiceNow Reporting and Analytics

Sheetz, Inc•Pittsburgh, PA

10h•Remote

About The Position

The ServiceNow Reporting and Analytics Technologist is responsible for designing, developing, and maintaining Performance Analytics solutions that enable data-driven decision-making across the organization. This role partners closely with stakeholders, process owners, and platform teams to translate business objectives into meaningful KPIs, dashboards, and reports within the ServiceNow platform. This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC). OVERVIEW Provide advanced technical support, administration, and configuration for designated ITSM/CRM systems or applications through advanced business process analysis for all assigned systems or applications. Act as a super user and trainer for assigned systems.

Requirements

Minimum 7 years of applicable experience in a technology environment required
Bachelor’s degree in any field of study, with courses in computer programming, systems analysis, systems development, or systems engineering is required.

Nice To Haves

Specialization in ServiceNow Performance Analytics, CSM, ITSM, and ITOM preferred
ServiceNow Performance Analytics, ITSM, CSM preferred
ITIL 4 Foundation is strongly preferred
ITIL 4 advanced certifications are preferred
Vendor specific application certifications are strongly preferred
Bachelor’s degree in Computer Science, Management Information Systems, Computer Engineering is preferred.

Responsibilities

Possess advanced technical knowledge of multiple ITSM or CRM systems, applications, or modules, and of the business processes associated with those systems or applications.
Initial and escalation resource for assigned systems.
Manage daily administration of assigned systems to help ensure efficient, reliable performance. Develop and maintain documentation required to support and sustain assigned systems and associated processes.
Make necessary configuration changes to provide proper functionality of assigned systems; provide direct guidance to less experienced IT personnel.
Provide technical advice regarding assigned systems to other IT personnel, ensuring best practices and standards are followed.
Provide advanced business process analysis related to assigned systems. Stay up to date with latest system features and enhancements.
Lead the development effort around workflows and processes to support the integration and automation of manual effort within assigned systems.
Lead the regular maintenance activities for assigned systems, including system upgrades and performance tuning.
Lead inter-discipline, department, and group meeting discussions concerning system functionality.
Create advance reports and metrics from assigned systems upon request.
Monitor system activity to ensure processes are working properly.
Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.